LatenceTech Support – Customer Guide
Accessing Support
Submit and track your requests through the LatenceTech Support Portal:
Portal: Customer portal
Each request creates a ticket that allows you to follow progress and communicate with our team.
If you don't yet have portal access, request it by emailing support@latencetech.com
Submitting a Request
Request Types
| Type | Description |
|---|---|
| Incident | Critical issue impacting system availability or core functionality |
| Bug | Something is not working as expected |
| Support Request | Question or assistance with usage or configuration |
| Feature Request | Suggestion for a new feature or improvement |
Priority Levels
Select the priority that best matches your situation. LatenceTech will validate and adjust it if needed.
| Priority | When to use it | Examples |
|---|---|---|
| High | Core service down or major functionality blocked with no workaround | Service outage, agent can't connect, dashboard inaccessible |
| Medium | Significant issue with limited impact or a workaround available | Data delays, feature broken in one environment, performance degradation |
| Low | Minor issue, question, or improvement idea | UI bug, config question, feature request |
SLA Targets
| Service Level Objective | Target Response Time |
|---|---|
| Issue acknowledgement | 2 hours |
| Proposed temporary workaround | 12 hours |
| Final resolution (via patch or final workaround) | 48 hours |
| Permanent fix (if applicable) | Next release |
Ticket Lifecycle
| Status | Meaning |
|---|---|
| To Do | Request received and queued |
| In Progress | Team is actively working on your request |
| Testing | A solution or fix is being validated |
| Waiting on Customer | Additional information or confirmation required from you |
| Done | Solution has been provided |
| Closed | Ticket confirmed as resolved by the customer |
| Next Release | Fix will be included in an upcoming release |
Request fields
1) Summary
Summarize the bug/issue/feature the request is about in a one liner.
2) Urgency
How urgent is the request, see the table for Priority level above.
3) Type
What type of request is it? See the table for Request Types above.
4) Description
Provide a detailed description of the issue or request. Include steps to reproduce the problem if applicable. If the issue is not reproducible, explain when and how it occurred.
5) Components
What component of the solution is affected by this:
- QoS-agent
- Reflector
- Analyzer
- Mobile app
6) Environment & Configuration
Provide details about your environment and configuration to help us troubleshoot faster.
7) Additional details
Ensure to attach any screenshots or logs you can gather about the components/machines.
Communication
- You will receive email notifications for all ticket updates
- You can reply directly via the portal or by email
- All updates are tracked under the same ticket
Resolution & Closure
- You may confirm resolution at any time, the ticket then moves to Closed
- If no response is received within 72 hours of completion, the ticket may be considered resolved and will switch to Closed state automatically
Best Practices
- Provide as much detail as possible
- Include logs or screenshots when relevant
- Clearly describe the impact and urgency
- Respond promptly when additional information is requested